Customer Service Representative
4 weeks ago
In 1947, AFBA emerged from the basement of the Pentagon to solve a critical need in support of the military. More than 75 years later, our commitment to those who serve and to solving their unique problems remains core to everything we do. Founded to provide military members with a death benefit no one else would, we continue to embrace our mission and deliver benefits tailored to the real-life needs of all who serve today, including active duty, National Guard, and first responders. Providing protection to those who go in harm’s way, we ensure survivor and other benefits are available to all who serve, defend, and protect our great nation, no matter what.
As a related enterprise to the non-profit Armed Forces Benefit Association (AFBA), 5Star Life Insurance Company was founded in service and carry that mission today by committing to serve those who serve, from underwriting benefits for military and first responder families to providing coverage to the employees that keep our communities running. Our commitment to our communities – rather than the bottom line- drives our business.
Through the values of Integrity, Commitment, Stewardship, Service, Patriotism, Inclusiveness, Culture, and Social Justice, our team provides insurance solutions for those who serve, defend, and protect our great nation in the armed forces, as well as first responders, federal government and department of defense employees, and our country's civilian workforce. We welcome you to apply and consider joining our team of service-focused professionals.
This position is 100% in our office in Lincoln, Nebraska.
About the role:
Be part of a dynamic forward thinking Worksite Group Voluntary Benefits team focused on providing an elevated client experience and comprehensive portfolio of life and supplemental health products striving to deliver total health and wellbeing to employer groups and their employees.
This position is among our most visible and important roles, responsible for processing and responding to all insurance inquiries and completing appropriate actions to meet the needs of our customers.
- Manage a high volume of call inquiries while meeting established performance benchmarks and Metric’s quality standards
- Adjudicate qualifying voluntary health wellness, office visit and Rx claims per contract and benefit guidelines
- Handle other claim intake phone calls with brokers, groups and beneficiaries to enable the claim setup/intake process with warm handoff to Claims Analyst when appropriate
- Effectively communicate with insureds on requirements for processing claims and other requested changes to coverage
- Learn, understand, and explain company products and services
- Understand and explain application processes and procedures
- Work with New Business and other functional areas to assist in non-financial processing work during phone-free time
- Communicate with members via phone, emails, and respond to voice mails and chats.
- Provide information about members’ current policies, products we offer, payment options, beneficiary information, and our company’s processes
- Respond to member questions and/or concerns promptly, courteously, accurately and to the best of our ability.
- Document interactions with members including recording details of inquiries, complaints, resolutions and comments)
- Coordinate with the other departments to identify and select solutions to resolve inquiries and/or complains (Through workflows, emails, or supervisors)
- Handle daily administrative tasks
- Participate in special projects as needed
- High school GED equivalent or equivalent work experience, 2 year associates degree preferred
- 2-3 years of customer service experience including extensive telephone customer service
- Excellent written and oral communication skills
- Excellent customer service skills including the ability to maintain professional composure when communicating with the members
- Working knowledge of software packages to include Microsoft office, and Salesforce.com
- Ability to manage a high volume of calls, multi-task and be attentive to details
- Spanish Language skills a plus
- Working knowledge of life and health insurance or the ability to learn
- Some limited health claims adjudication experience a plus
- Ability to guide conversations and use appropriate words and tone when dealing with difficult situations while maintaining a professional demeanor
- Strong attention to detail
- Forward thinking with innovation in mind
- Ability to multi-task and navigate multiple systems
- Flexibility in adapting to changes in systems, procedures, and guidelines
- Demonstrates complete adherence to privacy laws and company privacy guidelines, and appropriate level of concern for the safeguarding all client information
- Believe in teamwork
- Ability to solve problems and react quickly in case of any urgent situations
- A helpful and supportive nature
- Possess and maintain a positive work environment
- Practice good work ethics and be able to lead by example
We expect to onboard a team member into this role in May 2024. Our recruitment process generally consists of 1-2 interviews. During the interviews, we will ask questions about your background and experience (professional and educational) to explore how it relates to the position you are being considered for. It is helpful to have examples of your work and projects as well as technology you have used.
Benefits we offer:
- health insurance (medical, dental, and vision)
- flexible spending accounts (medical and dependent care)
- 401k plan with generous employer match
- paid time off
- paid holidays (11)
- life insurance
- short- and long-term disability insurance
- employee assistance program
- professional development & tuition reimbursement
- career growth opportunities
- friendly, collaborative culture
Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources (hr at afba dot com). EEO is the Law (Link to external DOL site). AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.
Generally, the work schedule in Monday - Friday, 8 hours per day during normal business hours.
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